Customer Support Coordinator

2 weeks ago

Chandler, United States Crafco Inc Full time
Crafco, Inc. has an opening for a Customer Support Coordinator at our Corporate Headquarters in Chandler, AZ.

Customer experience is core to everything we do and if you agree, we want you on our team Our customer support team's top priority is to make our customers successful by delivering excellent, personable and conversational support. We take customer relationships seriously and this position is essential to our team's success. The Customer Support Coordinator has a unique responsibility for managing customer orders, while acting as the primary communication hub between our sales and production departments. This is a full-time customer support position, Monday-Friday, based in our corporate headquarter offices in Chandler, AZ.

This position offers a competitive salary with an excellent benefits package including Profit Sharing, Matching 401(k), Health, Life, Disability, Dental, Holiday, Personal, Sick Time, Maternity Leave and Tuition Assistance.

Specific Duties:
  • Process customer orders received via email, phone, and fax in a timely manner.
  • Respond to customer questions and inquiries within a reasonable time frame depending on the level of urgency.
  • Verify customer order information, product identity, quote, tax situation, and other information before entering orders into SAP. Immediately inform the customer of any discrepancies within their purchase order and work to correct issues.
  • Check material availability and be able to suggest alternative options (e.g., packaging, plant) to meet customer needs in cases of short supply.
  • Provide freight quotes to customers upon request/coordinate shipments and information with the equipment and sealant plants
  • Identify customer needs and take proactive steps to maintain positive experiences.
  • Coordinate with other departments as needed to ensure customer's orders/requests are being met and notify the customer immediately of any issues that arise.
  • Provide the customer with weekly/bi-weekly open order reports and keep communication open for the status of upcoming projection orders.
  • Build sustainable relationships and trust with customers and sales representatives through open and interactive communication.
Qualifications:
  • Proven customer service work experience for a minimum of 3 years
  • 2+ more years of Supply Chain experience in a manufacturing environment preferred
  • Proficient in English with excellent verbal and written communication skills
  • Demonstrated written communication skills with excellent grammar in handling e-mail responses with professionalism
  • Tool/Program Requirements:
    1. Working knowledge of customer service software, databases, and MS Office applications
    2. SAP and Salesforce experience preferred
  • Customer Experience (CX) Skill Requirements: Listening/Empathy/Positive attitude/Follow-up
  • Ability to work under pressure, organize, and prioritize responsibilities

About Crafco, Inc.

Crafco, Inc. has delivered confidence through innovation, quality, and value to our customers since 1976. Crafco is the world's leading manufacturer in quantity and diversity of packaged pavement preservation products and equipment. As a subsidiary of Ergon, Inc., Our core values consist of Empowered Service, Selfless Leadership, Purposeful Growth, and Respectful Relationships, which provide an excellent work environment for future growth. We have a great culture of people working together. If you are looking for a great career with a job you enjoy, check us out.

Learn more about Crafco and Ergon:

Contact us to see if you can be a part of our TEAM.

Crafco, Inc. is an EEO employer and a drug-free workplace. Applicants must be authorized to work in the US and have a valid driver's license. Any employment offers are contingent upon a pre-employment drug test, background check, and MVR..

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